Amazon.com: Books: Delivering Quality Service: Balancing Customer Perceptions and Expectations About what I expected. This book is about private business, and not about governments which DON'T HAVE CUSTOMERS!!!!! The closest thing to a government in the Amazon.com reviews is Florida Power and Light, and that's an .... electric company!!! They sell a service. If you don't pay the bill, they can turn off your power, but they can't put you in jail or confiscate your property. They do that to you if you decide you'd rather not pay your taxes. That's the difference between taxpayers and customers. GOVERNMENTS DON'T HAVE CUSTOMERS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!